4 Ways a Virtual Phone System Can Improve Customer Experience in Your Business

A great product or service is sure to attract new customers—but do you have what it takes to keep them with you for the long haul?

With increased interest comes increased need for support. And guess what, if you can’t handle them, your new clients will soon move on to find someone who can—just like in a relationship.

Since you don’t want your business to end up like the cute kid who gets dumped in the end of the movie and spends the rest of his life building model airplanes in his parents’ basement, below are four simple ways a professional phone system will help make sure that those hard-earned clients remain with you through good and bad, sickness and health (etc, etc.)

1. Never miss another call.

When a customer calls support, nothing is more frustrating than that perpetual ringing tone ringing on, and on, and on... (See?) Perhaps because it reminds us of just how lonely we really are. Or perhaps we simply don’t like to feel our youth wasting away. Either way, we want to be answered—now.

With a virtual PBX, your customers get answered instantly, 24/7, and can easily follow a simple phone tree to reach the person they wish to speak to.

Sure, it may just be a friendly voicemail that will greet them at the end of the line—but hey, how much more connected will they feel hearing a human voice, even if only a recording? And besides, leaving a message for the right person feels so much more satisfying than just hanging up.

2. No more broken phone.

Perhaps the one thing more annoying than not getting through at all is getting through only to be bounced around from one line to the other, as if caught in some mega pinball machine. A virtual PBX takes human error out of the switchboard by letting you easily set your own phone tree and call rules, so that each call is automatically routed to the right person, every time. Simple. Quick. Reliable. If only human beings were this consistent.

What’s more, with our convenient ‘Find Me/Follow Me’ feature, you can take the call no matter where you are. And we mean anywhere

So if your car broke down and you got stranded alongside the highway, you can keep on offering support even as you’re helplessly waiting for the CAA truck to show up—good for your business AND for your morale!

Just make sure you don’t end up flipping with an “I’ve been waiting here for three f&@# hours!” at your client, then switching back to ask the CAA dude if he’d care to rate your service...

3. Never leave a customer hanging.

Another common scenario—and a major source of customer dissatisfaction—can be termed ‘the call-back that never comes’. It goes something like this: Johnny has a problem. Johnny calls ‘Support’. Rep tells Johnny that he’ll call him back in half an hour. Johnny sits waiting by the phone. An hour later, Johnny is still waiting by the phone. By the third hour Johnny picks up the phone and dials back, this time speaking to ‘Retention’.

Now, we may never know what made the rep neglect poor Johnny: perhaps he was relying on one of those knock-off sticky notes that just aren't sticky enough; perhaps he got caught up with another caller and asked one of his colleagues to follow up on his behalf--who regrettably was using that same wad of stickies...

Synclio helps make such mishaps a thing of the past by keeping all your client info in a single place, accessible by the entire team, and letting each department review their own call records. Johnny is happy. Rep is happy. And the girl at ‘Retention’ gets to finish her Sudoku—job satisfaction all around!

4. We’re all about the first impression!

Sure, we like to think of ourselves as highly evolved little monkeys: civilized, sophisticated, supremely un-superficial. But let’s face it—we’re still as moved by the primordial effect of appearances as a peacock looking to mate. And both he and we know that no birdie is getting lucky if it can’t make a first impression.

So this one’s a no-brainer. When a customer calls for the first time you want them to get a sense of dealing with a professional organization, not some outfit out of Jimmy’s basement. You might be running a perfect solo act—but with your own 1-800 number and a full set of extensions, who’ll ever know you from the big guys?

Go ahead, razzle-dazzle them!

Besides, nothing says ‘professional’ louder and clearer than an elegant phone system. Civilized, sophisticated, perfectly alluring to a species of highly evolved monkeys.

In many ways, running a business is like building a relationship. It’s not enough to lure a mate in. Getting lucky is a start—but without the ability to keep them satisfied for the long haul you’ll soon find yourself strapped for cash and heart-broken, looking back on a string of short-lived affairs.

The foundation of any strong relationship starts with proper communication.

Now let Synclio set you up!

Labels: business, call routing, call stats, cloud computing, cost saving, customer service, efficiency, IT, technology, virtual IVR, virtual PBX